60 applicants
NEOGOV · 2 days ago
Customer Success Manager, Enterprise
United States
Full-time
Remote
Senior Level
5+ years exp
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Responsibilities
Be the customer’s voice within the organization by serving as their advocate to ensure their continued success.
Project manage communication plan to customers in communication blasts.
Track and monitor account health: net promoter score results, churn risks and create remediation plans.
Mitigate risk by partnering with customers to establish a plan to achieve success.
Monitor contract renewals.
Be creatively proactive to deliver WOW-like experiences to customers.
Increase customer lifetime value and improve usage and product adoption per at-risk site and account.
Manage escalations and coordinate the resolution and participation of required staff to resolve customer disputes.
Track customer complaints and actions taken to maintain or increase customer satisfaction.
Qualification
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Required
Minimum of five (5) years of experience in previous Customer Relationship, Customer Success Management, Account Management or related role
Experience managing accounts with $100k + ARR within a large book of business (75-150)
Ability to identify and manage multiple stakeholders, including Executive levels
Experience in a demanding role that requires strong leadership, proven priority management, and high emotional intelligence
Strong technical background, particularly with online software (SaaS) products and services preferred
Track record of success working directly with customers to resolve issues
Preferred
Previous HR or Public Safety experience
Salesforce or Gainsight knowledge
NEOGOV and/or PowerDMS knowledge
Benefits
Competitive Wages
Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1
Generous PTO to support work-life balance
401K Matching
12-week Paid Parental Leave
Autonomy to grow and find your career path with supportive leadership
Remote working opportunities
Inclusive and diverse work environment
Company
NEOGOV
NEOGOV is the market and technology leader in on-demand human resources software for the public sector.
501-1,000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Warburg Pincus
2021-06-02Private Equity· Undisclosed
2016-10-18Private Equity· Undisclosed
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Company data provided by crunchbase
